Community Information Helpdesk Facilitator

International Rescue Committee; Kohat; On-site; PKR 700,000 - 1,000,000; Full time

Job summary

The International Rescue Committee in Kohat, Pakistan, is seeking a Helpdesk Facilitator to run the Information Helpdesk and provide accurate, timely information to community members.

Under supervision, you will respond to information requests, guide clients to services, document interactions, and maintain up-to-date knowledge of eligible services.

You will work with Signpost/InfoYahan teams and partners to ensure dignified, confidential service and effective referrals.

Qualifications

• Bachelor's degree in social sciences, development studies, public administration, social work, communications, or related field.
• 1–2 years of relevant experience in community engagement, information provision, helpdesk operations, protection, humanitarian programming, customer service or a related field.
• Experience working directly with communities and responding to individual information needs.
• Experience in data collection, documentation and/or use of digital data collection or MIS systems would be an advantage.
• Knowledge of local services, government systems, humanitarian assistance and referral mechanisms is preferred.
• Previous experience working with vulnerable or displaced communities is preferred.

Responsibilities

• Operate the Information Helpdesk and provide accurate, timely and accessible information to community members.
• Listen to clients' information needs, understand their queries and provide clear information based on verified and up-to-date sources.
• Provide information on relevant services and assistance, including health, protection, education, livelihoods, social protection, civil documentation and other services available in the area.
• Maintain updated knowledge of available services, eligibility criteria, procedures, locations, contact details and referral pathways relevant to the Helpdesk's area of operation.
• Coordinate with relevant IRC teams, government departments, service providers and other stakeholders to verify information and update the Helpdesk service directory.
• Make appropriate referrals in accordance with established referral pathways and Helpdesk/IRC procedures, while respecting the client's choice and confidentiality.
• Identify information gaps, frequently asked questions, emerging concerns, misinformation and barriers to accessing services, and share relevant observations with the supervisor and wider team.
• Support community members in navigating available services without making decisions on their behalf or creating unrealistic expectations regarding assistance or outcomes.
• Record Helpdesk interactions, information requests, referrals, feedback and other required data accurately and in a timely manner using approved data-collection/MIS systems.
• Ensure that all client information and records are handled confidentially and in accordance with IRC data-protection and information-security protocols.
• Recognise situations involving protection concerns, safeguarding risks or other high‑risk issues and follow established escalation and referral protocols, and connect to caseworkers.
• Ensure that information provision does not expose clients to additional protection, safety, discrimination or stigma‑related risks.
• Maintain professional boundaries and use appropriate, respectful, non‑discriminatory and culturally sensitive communication when interacting with clients.
• Support outreach, awareness‑raising activities, field visits and other information‑dissemination activities as required.
• Participate in community consultations, assessments or other activities designed to understand changing information needs and barriers to accessing services.
• Share contextual knowledge, community feedback, lessons learned and emerging information needs with the relevant IRC teams.
• Participate in regular coordination meetings, trainings, coaching and capacity‑building activities as required.
• Ensure the safety and security of Helpdesk documents, equipment and other assets assigned for the performance of duties.
• Follow IRC policies, procedures, Helpdesk guidelines and relevant project‑specific protocols provided during orientation and throughout the assignment.

Skills

Interpersonal skills

Communication skills

Active listening

Data confidentiality

MS Word

MS Excel

Education

Bachelor's degree in social sciences / development studies

Tools

MS Word

MS Excel

Job description

The International Rescue Committee in Kohat, Pakistan, is seeking a Helpdesk Facilitator to run the Information Helpdesk and provide accurate, timely information to community members.

Under supervision, you will respond to information requests, guide clients to services, document interactions, and maintain up-to-date knowledge of eligible services.

You will work with Signpost/InfoYahan teams and partners to ensure dignified, confidential service and effective referrals.